ServiceNow Business Analyst

Role Description:

We are seeking a highly experienced Senior ServiceNow Business Analyst to lead business analysis activities for large-scale ServiceNow programme implementations. The role requires strong leadership, stakeholder management, and deep ServiceNow expertise to drive end-to-end delivery across complex transformation initiatives.

Key Responsibilities:

• Lead business analysis workstreams across large, complex ServiceNow implementations, ensuring successful end-to-end delivery.
• Elicit, analyse, and document business requirements from EPIC to user story level, ensuring clarity and alignment with business goals.
• Collaborate with ServiceNow architects and developers to design scalable, fit-for-purpose solutions across key modules (e.g., ITSM, ITOM, HRSD, CSM).
• Engage and influence senior stakeholders, facilitating workshops and driving alignment on priorities and outcomes.
• Support Agile delivery processes including backlog refinement, sprint planning, and prioritisation aligned to business value.
• Define and document ‘as-is’ and ‘to-be’ processes, ensuring adherence to governance standards and continuous process improvement.

Required Skills & Experience:

• Extensive experience as a Business Analyst, with a strong focus on ServiceNow implementations.
• Proven track record of leading BA activities in large-scale transformation programmes.
• Deep knowledge of ServiceNow platform and modules like** (ITSM, ITOM, HRSD, etc.).
• Strong expertise in requirements gathering, user story creation, and backlog management.
• Experience working in Agile environments (Scrum/Kanban) with tools such as JIRA and Confluence.

Candidates MUST be living in Scotland and be able to travel to Glasgow!